CRM Adoption Trends and Customer Experience 2014

April, 2014


This study analyzes the market forces that are driving the increased popularity of CRM systems today. We show the three-year trend in CRM adoption and investment rates, with a breakdown by sector, organization size, and geography. We also measure customer experience in terms of the success rates for return on investment (ROI) and total cost of ownership (TCO). Finally, we assess CRM investment levels for new implementations and improvements to existing systems. We wrap up with our recommendations for improving the ROI of CRM. (17 pp., 12 fig.)
[Research Byte]